If you’re using Kustomer as your customer support platform, you can enable Kodif AI Agent to assist your customers across multiple channels. It will act as the first response agent to your tickets. In the case where the AI Agent is unable to assist the customer or the matter requires escalation, the AI Agent will escalate the conversation to a human agent.
Integration instructions
Install Kodif AI app on Kustomer
In your Kustomer dashboard, navigate to Apps.
In the app search bar, search for “Kodif”.
Click into the app and install.
Enable Kustomer Channel
Go to AI Agent > Channels & Integrations and select “Enable” under Kustomer.
Enter your Kustomer subdomain.
Authorize app permissions when prompted.
Once successfully enabled, you’ll be taken to the Kustomer Integration Settings page.
Leave all channel toggles off until the AI Agent is configured and you’re ready to turn on interception.
Complete the “From Email Address” field and click “Save”.
Kustomer Integration Settings
Channels
Select which channels you want the AI Agent to intercept. Turn on each channel you want covered: Email, Chat, Facebook Messenger, Twitter DM, and Web. Channels that are off are not touched by the AI Agent and continue to route through Kustomer as usual.
Keep the channels disabled until you're ready to intercept live conversations.
Filters
Use filters to narrow which conversations the AI Agent intercepts. This is useful when several stores share one Kustomer account. If you use more than one filter, a conversation must match all of them to be intercepted.
Brands: Leave blank to intercept all brands, or select the specific brands the AI Agent should handle.
Support Emails: Leave blank to intercept all email conversations, or enter the support addresses that belong to this store. This filter applies to email conversations only.
Email Configuration
From Email Address: The address customer-facing email replies are sent from.
From Email App: The provider for the From Email Address (for example, Postmark). This must match the provider shown for that address under your Kustomer support addresses.
Standalone Chat Widget
Chat SDK API Key: Required only if you use the Kodif standalone chat widget instead of Kustomer’s hosted chat. If you use Kustomer’s chat, leave this blank.
Escalations
These settings control how and where conversations go when the AI Agent hands off to your team.
Disable Live Escalation: When turned on, chat conversations never connect to a live agent. Instead, they escalate offline as an email ticket.
Offer to Wait When Agents Are Busy: When every agent is at capacity, the AI Agent tells the customer how many people are ahead of them in the Live Queue and lets them choose to wait for a live agent or get an email reply. In the Kodif chat widget, customers can switch to an email reply while they wait. When turned off, chats escalate offline whenever agents are busy.
Escalate Offline Chats In Place: When a chat escalates offline, the existing Kustomer conversation is switched to email and routed to the Regular Queue. When turned off, a separate email ticket is created containing the chat transcript.
Availability Queue: The AI Agent only hands a chat to a live agent when an agent assigned to this queue is available. Leave as None to hand off whenever any agent in your Kustomer account is available.
Live Queue: The queue live chat handoffs are assigned to. This is usually the same as the Availability Queue. Set to None if you want your own Kustomer routing rules to decide.
Business Schedule: The hours your agents take live chats, including holidays. Near the end of these hours, the AI Agent stops offering customers the option to wait for a live agent, and any customer still waiting when the schedule ends receives an email reply instead. Leave as Default to use your Kustomer account’s default business schedule.
Regular Queue: The queue escalated email tickets are assigned to. This includes non-chat conversations and offline chat escalations.
Escalation Brand: The brand applied to conversations the AI Agent creates in Kustomer (for example, standalone chat widget escalations). Leave as Default to use your account’s default brand.
Offline Escalation Tags: Tags applied to conversations when they escalate offline (for example, chat to email escalation). Use these to build views or reports on escalated chats.
Click “Save” after making changes.
Kustomer Knowledge Base
If you use Kustomer to maintain a knowledge base utilized by your customer support team to address inquiries, you can integrate this knowledge into the AI Agent. This enables the AI Agent to retrieve information for resolving customer support tickets.
Integrate Kustomer Knowledge Base
If you have any questions about Kustomer integration or AI Agent, contact us at support@kodif.io.